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CMA Foundation · Fundamentals of Business Laws and Business Communication · Do's and Don'ts of Communication through Social Media

A bank's customer care team uses its official X (Twitter) handle to reply to a complaint within minutes and then asks the customer to share details through a private message. What does this practice best illustrate?

It illustrates prompt public acknowledgement combined with shifting sensitive details to a private channel. The quick reply shows responsiveness and builds trust, while the private message protects customer confidentiality. Publishing account details openly would breach privacy, and the exchange is clearly two-way rather than one-way advertising.

  1. APrompt public acknowledgement while moving sensitive details to a private channelCorrect
  2. BPublishing customer account details openly
  3. CAvoiding feedback from customers
  4. DUsing social media only for one-way advertising

Explanation

Replying promptly shows responsiveness, while moving personal details to a private message protects confidentiality. Posting account details publicly would be a breach of privacy, and the practice is clearly two-way, not one-way advertising.

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